Positive Technologies uses SimpleOne ITSM system

2025: Transition to SimpleOne ITSM

Positive Technologies migrated to the the Russian management system IT services from. - SimpleOne ITSM the system allowed to organize support for more than 10,000 users and 60. business processes The project was implemented by the teams of system integrators, ITGLOBAL.COM corporation, and ITG"." Media bodies Positive Technologies announced this on April 24, 2025.

SimpleOne made it possible to implement flexible support processes that take into account the specifics of products and services in the field of cybersecurity. Especially important for us was the introduction of functionality for managing licenses, installations and products, implemented on the basis of the CMDB module, - said Oleg Zamoshchin, director of the service center Positive Technologies.

Integration of SimpleOne ITSM from the start of active implementation to the launch of the system into commercial operation took 6 months. During the project, client and integrator teams additionally implemented additional solutions, such as a multi-level SLA management system for different products and customer categories. For a seamless case processing process, two-way integration with the Positive Technologies client portal has been configured. Customers can now submit service requests, obtain license information, and provide feedback.

Although it was originally planned to use the most boxed solution, the flexibility of the platform allowed all wishes to be realized without compromise. We have significantly improved the user interface by adding visualization of controls and setting up convenient navigation, "said Vladimir Lyaleko, director of the Media Tel IT services management center.

SimpleOne ITSM is used by all Positive Technologies employees involved in product and license support, as well as partially department specialists R&D. The volume of requests reaches 40,000 per month.